Service Manager

Our well know automotive vehicle dealer client based in Pretoria currently holds a vacancy for an experienced Service Manager.

**Job Description**:
This position will be suited to an experienced person who has the ability to manage an organised and profitable service department; delivering high-quality service and focused on customer satisfaction. Responsible for mentoring and leading all departmental staff, ensuring that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction.

Position Overview

Specific Role Responsibilities
The responsibilities of a Service Manager include the following tasks:

- Drive the achievement of productivity,
efficiency, and customer service level index
goals and objectives.
- Manage a profitable workshop against budget,
including analyzing workshop performance
data e.g. productivity of technical staff, labour
rates, the efficiency of the workshop, expense
monitoring, and control, etc.
- Manage escalated workshop (technical)
problems accordingly, including:

- Escalation of technical/product-related issues
to the Brand Headoffice.
- Ensuring continuous support and guidance to
technical staff throughout technical problem
- solving stages.
- Ensuring future corrective action plans to
address various technical problems are
implemented.
- Ensure accurate workshop capacity planning
according to productive and available staff is
done.
- Control (WIP) work in progress on all vehicles
in the workshop daily to maintain an
acceptable level and manage end-to-end
throughput, maintaining awareness of the
status of all vehicles.
- Achieve industry-leading standards of
customer care, process efficiency, and cost
control.
- Exceed all targets and labour sales objectives
through efficient workshop operations
management.
- Ensure efficient equipment and asset control,
and administration processes.
- Ensure the highest level of customer
satisfaction, service level achievement, and
customer retention.
- Responsible for the annual budget of the
Service Department.
- Manage risk (financial and non-financial)
within the department.
- Ensure compliance with OEM and business
policies and processes, as well as adherence
to relevant workshop operating procedures
and practices.
- Maintain good housekeeping within the
department, including ensuring compliance
with Brand’s CI guidelines within the
department.
- Manage and improve environmental, health,
and safety standards.
- Conduct departmental meetings and general
aftersales meetings to ensure effective
communication.
- Manage the training of all service staff.
- Lead, manage, attract, retain, appraise and
develop staff.

Qualifications and Experience
Minimum Qualifications and Experience needed:

- Senior Certificate (Grade 12) or equivalent
NQF 4 qualification.
- 5+years’ Experience as a Service Manager
- Recognised Management Diploma or
Certificate - an advantage.
- Qualified Motor Technician - an advantage.

Other:

- Valid, unendorsed driver’s license and the
ability to competently and legitimately drive.
- Computer literate
- An effective understanding of financial
principles, including budgeting and
forecasting.
- An effective understanding of relevant
technology and systems.
- An effective understanding of the
Environmental and Occupational Health &
Safety Acts.

Skills and Personal Attributes

**Skills**:

- Have sound communication skills in English
and language commonly spoken in the area
(speak & write).
- Interpersonal competence; effective at
working with people and building
relationships.
- Technical, mechanical insight, and experience.
- Business orientated thinking and resource
management; basing decisions on business
implications and KPI’s, focusing on cost
- benefit considerations, and handling
resources in a sustainable manner.
- Good financial acumen.
- Systems oriented.
- People management competence, including
performance management and employee
development & motivation.
- Problem-solving and motor vehicle fault
- finding skills.
- Delivering results and meeting customer
expectations.
- Coping with pressure
- A team player
- Motivation to perform and achieve results;
focusing on solutions and measurable results,
strives for outstanding performance and sets
challenging goals.
- Valuing Diversity
- Conflict resolution

Personal Attributes
- Committed
- Initiative
- Self-managed and resilient
- Adaptability
- Someone who values and builds relationships.

**Job Type**: Permanent

**Salary**: From R20,000.00 per month

**Experience**:

- Service Management: 5 years (required)